crisis management



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April 25, 2017

American Airlines Soars Through A Potential Crisis

by: in: Crenshaw Communications, imPRessions, public relations, reputation

At least one company learned something about PR and reputation from the United Airlines fiasco earlier this month. Over the weekend, Twitter and Facebook lit up with smartphone videos of a fresh instance of passenger distress on an airplane. This time it was a scuffle between an American Airlines flight attendant and a passenger who…
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May 21, 2013

Tuesday Tips: Avoid Social Media Disasters

by: in: PR Fish Bowl, public relations

As PR and social media professionals who often share content on behalf of brands and company executives, we literally have their reputations in our hands…and on our dashboards. That’s why every PR pro must guard against the unscrupulous. Recent Twitter hacks of major brands like Burger King, Jeep and Chrysler show that no one is…
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May 3, 2013

Retractions and Reversals: Best and Worst of Apology PR

by: in: Crenshaw Communications, crisis management, imPRessions, public relations, reputation

This week has brought a fresh wave of public mea culpas and backpedalings – plenty of fodder for self-anointed apology PR experts. Most proactive is the ad campaign mounted by JC Penney after the failure of its everyday low price strategy and store makeovers of last year. The spot, which is narrated in a warm,…
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May 1, 2013

PR Crisis Management Lessons From Behind The Headlines

by: in: communications, Crenshaw Communications, crisis management, imPRessions, public relations, reputation, social media

Hindsight – ahem – is always 20/20, particularly when it comes to reputation management. Yet, textbook crisis successes (and failures) aren’t always what they seem. Here’s my take on some recent examples of crisis handling by top brands. The Lululemon Yoga Pants Recall. For sheer, on-the-spot crisis management skill, Lululemon wins, hands down. PR experts…
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October 2, 2012

Tuesday Tips: Lessons Learned from Football’s Replacement Referee Debacle

by: in: Crenshaw Communications, PR Fish Bowl, public relations

By guest blogger George Drucker No, it wasn’t a touchdown. And the lack of professionalism among the “replacement” referees caused one of the greatest uproars in the history of sports. It could have led to a major crisis in public confidence for the NFL. Professionalism can never be taken for granted. It applies to referees…
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August 28, 2012

6 Myths of Crisis Management PR

by: in: communications, crisis management, imPRessions, reputation

In the past several weeks, brands from Burger King and Penn State to Chick-fil-A and CelebBoutique have grappled with serious reputational threats.  These days, it’s almost routine for communications pros to be managing some kind of potential crisis situation along with proactive PR programs. Yet true “crisis management” is probably a misnomer.  Though there are…
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August 24, 2012

Armstrong’s Crisis PR Is In Fighting Form

by: in: communications, Crenshaw Communications, crisis management, imPRessions, public relations, reputation, social media

As evidence that he used performance-enhancing substances has gained traction over the years, cyclist Lance Armstrong always managed to stay out in front, avoiding major reputation damage. Until now. But even now, he may be down, but he’s not out. As he threw in the towel, announcing that he’d no longer contest the US Anti-Doping…
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July 17, 2012

Can Penn State’s Reputation Be Saved?

by: in: Crenshaw Communications, crisis management, imPRessions, public relations, reputation

Among the casualties of the Penn State sexual abuse coverup were the personal reputations of university officials, including the late football coach and sports icon Joe Paterno. Paterno, Spanier, Curley, Schultz and others will be forever linked to the efforts to minimize and conceal shocking crimes against children. (Who can forget the email in which…
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March 29, 2012

JetBlue’s Response to Pilot Breakdown: Light On Crisis PR Strategy?

by: in: communications, Crenshaw Communications, crisis management, imPRessions, public relations, reputation

All airlines are prone to rough PR weather, but JetBlue seems to have more than its share. Maybe it’s because during a time of rapidly deteriorating expectations, many of us still expect more of JetBlue. It’s that rare industry bird, the customer-friendly airline. An oxymoron. So when it goes off-course, that’s news. There was the…
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March 12, 2012

PR Disaster Averted: 7 Cases of Good Crisis Management

by: in: Crenshaw Communications, crisis management, imPRessions, public relations, reputation

PR agency pundits and brand watchers love to create “best and worst” lists around marketing and communications developments.  The emphasis usually falls on the “worsts” – like the most badly handled crisis situations, mangled cover-ups, or PR stunts that backfired. It’s easy to criticize, but what about giving credit for crises averted or PR battles…
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December 13, 2011

Tuesday Tips: Make the Most of Media Monitoring

by: in: creativity, Crenshaw Communications, PR Fish Bowl, public relations

Media monitoring is crucial, since agencies must provide most recent and relevant news to their clients. It allows speedy responses for any crisis or unfavorable situation, provides insight into consumer and influencer thinking, and creates new contacts and relationships. For example, by learning that editor Nola Weinstein of Glam.com was a fan of 20×200 prints…
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December 12, 2011

Isn’t It Ironic? Lowe’s Apology Triggers PR Damage

by: in: communications, Crenshaw Communications, imPRessions, public relations, reputation

The backlash came in a flood, like a burst pipe. The move by Lowe’s to drop its ad support for the TLC show “All-American Muslim” after pressure from a conservative Christian group may leave its reputation in serious need of repair. But, to me, it reads like an O. Henry story where good intentions go awry, and…
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November 2, 2011

Herman Cain’s PR Problem

by: in: communications, Crenshaw Communications, crisis management, imPRessions, public relations

Until recently, Herman Cain had shown himself to be a pretty savvy communicator. The plainspoken ex-pizza prez showed he understands the value of a simple idea, well packaged and often repeated, with his “9-9-9” tax proposal. (No one understood it, he couldn’t really explain it, but everyone knew about it. Can you say that about…
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January 30, 2011

“Thanks For Suing Us!” Taco Bell Takes On “Beef-Gate”

by: in: advertising, communications, Crenshaw Communications, crisis management, public relations, reputation

A California woman’s beef with Taco Bell over the ingredients in her taco served up an interesting crisis management case study last week. The food fight has turned into a class-action lawsuit alleging false advertising by the chain. The suit claims its tacos are only 36 percent beef, which, if true, means they wouldn’t even…
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October 13, 2010

Crisis Management: Lessons From The Chilean Mine Rescue

by: in: communications, Crenshaw Communications, crisis management, leadership, public relations, social media

As the world watched, the government of Chile showed not only leadership, but remarkable PR and communications savvy as it sought to free 33 miners trapped underground for over two months. Its handling of the ordeal was like a mirror image of the BP disaster. Here are some crisis management learnings we can unearth from…
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June 17, 2010

What PR People Can Learn From BP

by: in: communications, Crenshaw Communications, crisis management, leadership, public relations, reputation

Let’s get one thing straight. The Gulf Oil spill isn’t a PR problem. It’s an environmental disaster that no PR team, no matter how skilled, could clean up. The public relations crisis comes with BP’s lack of preparedness for the gusher, and with the communications in its wake. But, all calamities offer learnings. What lessons can we extract from…
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May 20, 2010

When Fans Attack: How To Defend A Brand’s Reputation Online

by: in: communications, Crenshaw Communications, crisis management, public relations, reputation, social media

A social media presence can morph from PR asset to liability in the time it takes to say “brandjacking.” The recent takeover of Nestle’s Facebook page by Greenpeace activists has many brand marketers dusting off their crisis programs.  But the world has changed. How do you defend your brand if, despite good business and communications practices,…
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April 18, 2010

Wall Street’s Apology – So Far, Just PR?

by: in: communications, Crenshaw Communications, crisis management, public relations, reputation

Two former banking executives got another workout last week. So did the “apology PR” movement. This time it was Citibank ex-CEO Charles Prince and former director Robert Rubin. Under the hot glare of cameras – and the even more heated glares from the Financial Crisis Inquiry Commission, each expressed the most sincere-sounding contrition to date…
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March 5, 2010

The Future of Celebrity Endorsement, Post-Tiger

by: in: advertising, branding, celebrity, communications, Crenshaw Communications, crisis management, marketing, public relations, reputation, social media

Last night I had the pleasure of speaking at a symposium sponsored by The Cardozo Arts and Entertainment Law Journal. The topic was “The Tiger Woods Effect” on celebrity endorsement, contract negotiation, morals clauses, and a host of other legal, marketing and PR issues. Here’s my take on the discussion, from a strictly brand marketing perspective. Brands…
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